Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service...

Purpose – This paper seeks to demonstrate that assuming an increase in satisfaction will always lead to greater loyalty oversimplifies the complex association between these constructs. A more accurate view of the satisfaction‐loyalty relationship is gained by examining the moderating effect...

Argues that many performance improvement programmes can be evaluated in the light of expected gains in customer retention, which in turn will improve profits. Customer service transactions involve people who are supported by computers. Therefore, a performance improvement strategy will consider...

Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes...

Suggests major factors that will enable service companies to become winners in the 1990s. Includes comment on strategic vision in service delivery, customer needs, communicating leadership vision to front‐line people and the necessary investment in training. Discusses “customer service...

Retailing is traditionally defined in terms of the retailers’ place in the distribution of tangible products. However, the retail function may be more widely defined where the retailer concerned is involved not only in the provision of product distribution services but also in the management...

When Frontier Bank (not its real name) set up its telephone banking service for businesses in 1995, the aim was to have 30,000 customers on board by 2000. The people at the UK’s Frontier Bank had done their sums. They knew each account would earn around £55.00 in commissions and bank charges...

Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor...

Discusses customer dissatisfaction and how it is expressed. Reports on a study showing that customers will complain to management if the problem is severe and if they are encouraged to participate in service management, whereas if service firms create barriers within the complaint‐handling...

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the...